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Service Charge Team Manager

Location: Grosvenor House, 125 High Street, Croydon, CR0 9XP

Start Date: ASAP

Contract Duration: 3+ Months

Working Hours: Mon – Fri, 09:00 – 17:00, 37 Hours per week

Pay Rate: £ 30.22 Per Hour

Job Ref: OR18538

Job Responsibilities

Lead and motivate a team to accurately calculate and issue service charges.

Ensure a customer-focused approach to resolving queries and complaints.

Monitor controls to meet service levels and enable cost recovery.

Collaborate with business areas to prepare budgets and account for expenses.

Support system and process improvements for service charge delivery.

Develop policies and procedures that comply with legislation and contracts.

Provide training to enhance team knowledge and resilience.

Manage relationships with service charge payers and other stakeholders.

Identify areas for service charge calculation improvement.

Lead projects to improve service efficiency and effectiveness.

Handle staffing issues following company policies.

Ensure data accuracy in company systems and databases.

Person Specifications

Must Have

Experience in leading and managing a team.

Strong organizational skills and ability to meet deadlines.

Experience with external partners and managing agents.

Excellent written and oral communication skills.

Understanding of service charge management and legislation.

Strong financial and numerical skills.

Ability to interpret KPIs and management information.

Excellent customer service skills.

Nice to Have

Experience in managing high-performing teams.

Ability to handle conflicting priorities and manage change effectively.

Diplomatic, patient, and a good listener.

Strong belief in customer satisfaction and business-driven solutions.

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